Job Summary
- The Helpdesk Manager & PPM Scheduler is responsible for the Estates & Facilities Helpdesk which provides The Christie NHSFT staff with a responsive and friendly single point of contact to log reactive maintenance tasks and triage of task against agreed KPI's and escalate there necessary.
- The Estates & Facilities Helpdesk is responsible for the logging emergency reactive tasks which require the attendance of an external contractor at the request of Operational & Maintenance management team.
Main duties of the job
- Support and maintain a high level of customer service focused on the needs of The Christie NHSFT staff. Providing Estates & Facilities Helpdesk functions to a broad range of internal & external stakeholders.
- Log and prioritise all Estates & Facilities related tasks and Service Requests received via telephone, email and the online service portal, ascertaining the nature of the request, assigning the agreed timebound SLA and where necessary liaising with the reporter of the task.
- Responsible for the management of the CAFM (Computer Aided Facility Management System) which includes the correct and accurate inputting of information for the engineers to attend and complete tasks.
- Provide information to staff on the status of live and completed tasks using data from the CAFM system and escalate accordingly to the Operational & Maintenance management team.
- Responsible for the Contractor Management systems which provide local inductions, signing in/out of external contractors and site visitors.
About us
The Christie is one of Europe's leading cancer centres, treating over 60,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 15% patients are referred to us from other parts of the country. We provide radiotherapy through one of the largest radiotherapy departments in the world; chemotherapy on site and through 14 other hospitals; highly specialist surgery for complex and rare cancer; and a wide range of support and diagnostic services. We are also an international leader in research, with world first breakthroughs for over 100 years. We run one of the largest early clinical trial units in Europe with over 300 trials every year. Cancer research in Manchester, most of which is undertaken on the Christie site, has been officially ranked the best in the UK.
Date posted
07 March 2025
Pay scheme
Agenda for change
Band
Band 5
Salary
£29,970 to £36,483 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
413-92776-EF-LS
Job locations
Building Services - E00484
Manchester
M20 4BX
Job Description
Job responsibilities
- Support and maintain a high level of customer service focused on the needs of The Christie NHSFT staff. Providing Estates & Facilities Helpdesk functions to a broad range of internal & external stakeholders.
- Log and prioritise all Estates & Facilities related tasks and Service Requests received via telephone, email and the online service portal, ascertaining the nature of the request, assigning the agreed timebound SLA and where necessary liaising with the reporter of the task.
- Responsible for the management of the CAFM (Computer Aided Facility Management System) which includes the correct and accurate inputting of information for the engineers to attend and complete tasks.
- Provide information to staff on the status of live and completed tasks using data from the CAFM system and escalate accordingly to the Operational & Maintenance management team.
- Responsible for the Contractor Management systems which provide local inductions, signing in/out of external contractors and site visitors.
- Produce, maintain, update a PPM (Preventative Planned Maintenance) schedule for external contractors and manage the logistics of planning in their scheduled service visits.
- Responsible for the management and supervision of the Estates & Facilities Helpdesk Assistant.
- Responsible for the inputting of wages overtime payment, enhancements and call out payments onto the NHS payroll systems for sign off by senior management.
- Responsible for tracking and monitoring holidays, absences & sickness within the Operational & Maintenance team.
- Responsible for the management and ordering of all office stationery and office equipment.
- Responsible for maintaining the Estates & Facilities mandatory training and PDR (Personal Development Review) and produce a monthly report for the Operational & Maintenance management team.
- Any other duties relative to the post which may be assigned by the Estates & Facilities management team.
- Undertake training where necessary to learn new techniques & systems.
- Process external contractor service and call out sheets and direct to the relevant infrastructure manager if remedial actions are required to be competed and filed onto the estates maintenance database.
- Responsible for the management of restricted areas under key access and issuing contractor swipe card access for external contractors and site visitors to complete their pre-arranged tasks.
- Raise Purchase Orders and order through the NHS Supply chain as directed by the Operational & Maintenance management team.
- Responsible for the monitoring of the EV Charger dashboard and report any faults to The Trusts EV Charging partner for rectification.
- To undertake environmental walkarounds of communal and clinical areas and raise any maintenance issues/concerns which will be raised on the CAFM system for rectification.
- Support Estates personnel in assisting/liaising with all Trust stakeholders both internal and external.
Responsibilities
Job description Job responsibilities
- Support and maintain a high level of customer service focused on the needs of The Christie NHSFT staff. Providing Estates & Facilities Helpdesk functions to a broad range of internal & external stakeholders.
- Log and prioritise all Estates & Facilities related tasks and Service Requests received via telephone, email and the online service portal, ascertaining the nature of the request, assigning the agreed timebound SLA and where necessary liaising with the reporter of the task.
- Responsible for the management of the CAFM (Computer Aided Facility Management System) which includes the correct and accurate inputting of information for the engineers to attend and complete tasks.
- Provide information to staff on the status of live and completed tasks using data from the CAFM system and escalate accordingly to the Operational & Maintenance management team.
- Responsible for the Contractor Management systems which provide local inductions, signing in/out of external contractors and site visitors.
- Produce, maintain, update a PPM (Preventative Planned Maintenance) schedule for external contractors and manage the logistics of planning in their scheduled service visits.
- Responsible for the management and supervision of the Estates & Facilities Helpdesk Assistant.
- Responsible for the inputting of wages overtime payment, enhancements and call out payments onto the NHS payroll systems for sign off by senior management.
- Responsible for tracking and monitoring holidays, absences & sickness within the Operational & Maintenance team.
- Responsible for the management and ordering of all office stationery and office equipment.
- Responsible for maintaining the Estates & Facilities mandatory training and PDR (Personal Development Review) and produce a monthly report for the Operational & Maintenance management team.
- Any other duties relative to the post which may be assigned by the Estates & Facilities management team.
- Undertake training where necessary to learn new techniques & systems.
- Process external contractor service and call out sheets and direct to the relevant infrastructure manager if remedial actions are required to be competed and filed onto the estates maintenance database.
- Responsible for the management of restricted areas under key access and issuing contractor swipe card access for external contractors and site visitors to complete their pre-arranged tasks.
- Raise Purchase Orders and order through the NHS Supply chain as directed by the Operational & Maintenance management team.
- Responsible for the monitoring of the EV Charger dashboard and report any faults to The Trusts EV Charging partner for rectification.
- To undertake environmental walkarounds of communal and clinical areas and raise any maintenance issues/concerns which will be raised on the CAFM system for rectification.
- Support Estates personnel in assisting/liaising with all Trust stakeholders both internal and external.
Person Specification
Qualifications Essential
- GCSE Grade A-C or equivalent English & Maths.
Desirable
- knowledge of Health and Safety within a healthcare environment.
Experience Essential
- Ability to demonstrate previous experience in a Helpdesk & PPM Scheduler role, knowledge of Health and Safety within a healthcare environment.
Desirable
- Previous experience in similar NHS role with a knowledge of Helpdesk & PPM Scheduler role.
Skills Essential
- Excellent people skills: Good Telephone Manner.
- Negotiation.
- Organisation.
- De-escalation.
- Work as part of a team.
Desirable
- Ability to work in a fast-paced environment.
- Ability to work on own initiative.
- Ability to be empathetic.
- Able to manage more than one task a once.
Knowledge Essential
- Helpdesk Management.
- People Management.
- PPM Scheduling.
- Health & Safety in a healthcare setting.
Desirable
- Working Knowledge of: Microsoft Office.
- Typing Skills.
- CAFM Systems.
- Payroll Systems.
Values Essential
- Ability to demonstrate the organisational values and behaviours.
Desirable
- Understanding the business goals of the organization.
Other Essential
- Flexible approach to working within an acute patient care hospital.
Desirable
- Rotating shift pattern: Week 1 - 07:30-15:30 Week 2 - 09:00-17:00
Person Specification Qualifications Essential
- GCSE Grade A-C or equivalent English & Maths.
Desirable
- knowledge of Health and Safety within a healthcare environment.
Experience Essential
- Ability to demonstrate previous experience in a Helpdesk & PPM Scheduler role, knowledge of Health and Safety within a healthcare environment.
Desirable
- Previous experience in similar NHS role with a knowledge of Helpdesk & PPM Scheduler role.
Skills Essential
- Excellent people skills: Good Telephone Manner.
- Negotiation.
- Organisation.
- De-escalation.
- Work as part of a team.
Desirable
- Ability to work in a fast-paced environment.
- Ability to work on own initiative.
- Ability to be empathetic.
- Able to manage more than one task a once.
Knowledge Essential
- Helpdesk Management.
- People Management.
- PPM Scheduling.
- Health & Safety in a healthcare setting.
Desirable
- Working Knowledge of: Microsoft Office.
- Typing Skills.
- CAFM Systems.
- Payroll Systems.
Values Essential
- Ability to demonstrate the organisational values and behaviours.
Desirable
- Understanding the business goals of the organization.
Other Essential
- Flexible approach to working within an acute patient care hospital.
Desirable
- Rotating shift pattern: Week 1 - 07:30-15:30 Week 2 - 09:00-17:00
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
The Christie NHS FT
Address
Building Services - E00484
Manchester
M20 4BX
Employer's website
https://www.christie.nhs.uk/ (Opens in a new tab)
